AccountId: 011433970860
ContactId: c196857f-1ff1-425e-a554-546a7983cc2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538359 ms
Total Talk Time (AGENT): 143537 ms
Total Talk Time (CUSTOMER): 191121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c196857f-1ff1-425e-a554-546a7983cc2d_20250613T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider office to check on a claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have. That is 13.
[CUSTOMER][NEUTRAL] 656-889
[AGENT][NEUTRAL] And then, uh, do you have a good callback number for documentation, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[CUSTOMER][NEUTRAL] 86
[AGENT][NEUTRAL] The policy number again was 1365669.
[CUSTOMER][NEUTRAL] 689.
[AGENT][NEUTRAL] 689. OK, one moment.
[AGENT][NEUTRAL] OK, can you repeat it back from the beginning please? 136.
[CUSTOMER][NEUTRAL] 1365689.
[AGENT][NEUTRAL] What is the data service?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And this year, what's your first and your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] I do see uh we submitted the claim through paper along with the primary OV.
[CUSTOMER][NEUTRAL] The American public like like you guys are showing a secondary for December.
[AGENT][NEUTRAL] Right. Would you like to verify where it was sent to? because I don't show anything on file.
[CUSTOMER][NEUTRAL] Let me tell you the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, we send this claim, uh, by paper.
[CUSTOMER][NEUTRAL] Uh, to the mailing address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm, that is correct. I unfortunately don't see it. You guys can resend it or fax it if you'd like the fax number.
[CUSTOMER][NEUTRAL] Uh, can you provide me the fax number, please?
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Correct. Attention claims.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and any timely filing?
[AGENT][NEGATIVE] No timely filing. Nope.
[CUSTOMER][NEUTRAL] For something to go ahead.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And what was the PO box? Can you tell me one more time so I can document here? Is that what I told you? Uh, just 8 to 12.
[AGENT][NEUTRAL] Yeah, [PII]. That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you check, uh, the other data service participation?
[AGENT][NEUTRAL] What's the other data service?
[CUSTOMER][NEUTRAL] It's [PII] for $750 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, not showing any claims on file for that date of service either.
[CUSTOMER][NEUTRAL] Are you guys accepting the claim electronically as well?
[AGENT][NEUTRAL] Yes, would you like to
[CUSTOMER][NEUTRAL] Your ID 60801.
[AGENT][NEUTRAL] Mhm. 60801.
[CUSTOMER][NEUTRAL] Yeah, so the same we submitted multiple times, submitted electronically, then again we submitted by paper. I don't know why it's not going on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Would you like, so the policy number that you gave me is an old one. Would you like the active policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, please.
[AGENT][NEUTRAL] So the active policy is 02230083.
[CUSTOMER][NEUTRAL] OK, 002380083.
[AGENT][NEUTRAL] Mhm. Correct. The effective date is [PII].
[CUSTOMER][NEUTRAL] Sorry, Epri?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so might be, uh, this member ID the issue. So can we submit the claim electronic to this pay ID which you told us.
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK. We'll try billing this again.
[CUSTOMER][POSITIVE] Thank you so much. That that's a good, uh, information provided me might be this member ID issue with the.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Yeah, I have one more data, uh, data service. It's a few more. It's [PII].
[CUSTOMER][NEUTRAL] So I can just resubmit all those together so I just wanted to confirm you received or not.
[CUSTOMER][NEUTRAL] It's [PII] for $750 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] So I'm not seeing anything for that date either.
[CUSTOMER][NEUTRAL] And for [PII] for $34 even.
[AGENT][NEUTRAL] I don't see anything for [PII] either.
[CUSTOMER][NEUTRAL] And for [PII] for $34 a year.
[AGENT][NEUTRAL] Nothing for [PII].
[CUSTOMER][POSITIVE] Thank you so much and 4 more it's [PII] for $750 even.
[AGENT][NEUTRAL] Nothing for [PII] either.
[CUSTOMER][NEUTRAL] And for [PII] for $34 even.
[AGENT][NEUTRAL] I don't see anything for that date either.
[CUSTOMER][NEUTRAL] For [PII] for $34 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, the last claim on file for the date of service for this member is [PII]. I don't see anything past that date.
[CUSTOMER][NEUTRAL] Uh, uh, for what date of service you said?
[CUSTOMER][NEUTRAL] On flight.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But in my, in my system, there's no such data of service for [PII] for this patient.
[AGENT][NEUTRAL] It could be a different provider. I'm just letting you know I'm just letting you know that I don't see any claims after April, so any claims for May or June we have not received.
[CUSTOMER][NEUTRAL] And for w[PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Any reference number for this call here?
[AGENT][NEUTRAL] You can use my name with today's date.
[CUSTOMER][POSITIVE] Thank you so much for this information.
[CUSTOMER][POSITIVE] OK, that's, that's all for today. Have a great day.
[AGENT][NEUTRAL] You as well. Bye-bye.